Design, meet data: Unlocking design ROI

Transforming the customer experience is a top priority for many if not most corporate leaders. But when it comes to improving the customer experience within and across touchpoints, many find themselves at loss. Sure, it’s relatively easy to identify and make incremental changes to improve some aspects of the experience. Tactics such as basic digital-interface improvements or upgrades to call-center scripts usually deliver some lift in customer satisfaction—but not much. Customers expect these fixes already, and the small-scale changes do little to create significant business impact…

Codename: Broadcast Requests

Taking on Yelp

While at facebook I had the pleasure of working with the team that shipped friend recommendations. There was a lot that went into this product, from what it would like in composer as you wrote the initial post, to defining the the feed unit, to how it would feel to meaningfully provide and consume recommendations while having an ongoing conversation about it all.

Saving a Giant

Rapid Transformation for a Large Telco

I worked with a large telco to redesign their Digital Sales and Customer Care journeys with the goal of smartly employing digital to reduce cost and enhance service at every possible step.

Facebook

Crowdsourcing on Facebook

The project began by understanding who our dedicated user-base of crowdsourcers were and what made them tick. We then crafted tools and experiences that massively increased the number and quality of crowdsource claims in the system, while aligning the visual and interaction design to be more consistent with the rest of Facebook.

CA Securities

One Time Password

How can you make the act of refreshing a user’s password fun and addictive? By adding a little “brick-breaker into the mix.”

MedOS

MedOS is an Android application that I’m designing, developing and bringing to market. It brings together physicians, their practice and their patients to surface the right information in the right context.

CA Securities

Identity Minder

Who says that list-views can’t be beautiful and fun to interact with? This project for CA securities aimed to make some of the simplest enterprise-tasks not only useful, but a joy to use.

TripAdvisor for Business

Maximizing business owners' presence on TripAdvisor

My team redesigned the management dashboard, research and marketing sites for TripAdvisor for Business. In doing so, we wanted to consistently establish a balance between clean, clear information design and their illustrated-style brand textures.

Roundarch

Experimental rebrand

While experimenting with a generative flash script, I explored using the color fields it created to rebrand the design firm I worked for at the time.

Generative Art

Using Flash and ActionScript

I’ve been playing around with generative art in Flash for a while now. Once I discovered how to use the bitmapData class, my compositions were abel to achieve higher complexity. My focus is working with older photographs of myself and turning them into organic, painterly pieces. See an early blog post about this.